Shelter, Support and Housing Administration

Complaints

How to make a complaint about housing and homelessness services directly delivered or funded by the City

Step 1: Speak to your service provider (agency, housing provider, shelter, etc) directly.

Step 2: If you are not satisfied with the outcome or how your complaint was handled, contact Shelter, Support and Housing Administration (SSHA) by completing this complaint form. We will follow up with you after receiving your complaint.

Note: Email is not a secure means of transmission. Do not submit attachments or additional personal information.

If you choose not to fill out the complaints form, you can make a complaint about

  • Central Intake
  • Shelters
  • Streets to Homes and the Assessment and Referral Centre

Email           ssha@toronto.ca
Phone         416-392-8741
Fax              416-338-1144
Mail/Deliver  SSHA Complaints, 55 John St. 6th Floor, Toronto ON M5V 3C6

For complaints about

  • Drop-ins
  • Housing Benefits (rent supplements, housing allowances)
  • Housing Help Centres
  • Out of the Cold
  • Social and Affordable Housing, Rent-Geared-to-Income (RGI) Housing (TCHC, non-profits and co-ops excluding those federally administered)
  • Housing Connections (centralized waiting list for RGI housing)
  • Supports to Daily Living


Email           hss@toronto.ca
Phone         416-392-4126
Fax              416-696-3718
Mail/Deliver  SSHA Complaints, 55 John St. 6th Floor Toronto ON M5V 3C6

Our Commitment

You can expect to be treated with dignity and respect, and to receive professional, prompt and polite service.  Abuse, threats, racist statements, etc. will not be tolerated. We will attempt to resolve all complaints but cannot guarantee all complainants will be satisfied with the resolution.

We commit to

  • Acknowledging all complaints within two business days
  • Fair and respectful follow-up and investigations
  • Providing a clear rationale for all decisions
  • Updating you as the investigation progresses if the investigation takes longer than expected
  • Explaining your options if you are dissatisfied with how your complaint was handled

A note about privacy

SSHA staff review all complaints. When investigating a complaint, the circumstances may indirectly identify you, even if submitted anonymously. Complaints will be dealt with in a confidential manner according to the Municipal Freedom of the Information and Protection of Privacy Act (MFIPPA). Information will be collected, used and disclosed in accordance with the Act. 

Complaints About Related Services

People frequently contact us about related services. Follow the hyperlinks below if your issue is about one of these areas.

Maintenance Issues
If you are concerned about the state of your housing unit or building, talk to your property manager or complete a maintenance request form from Municipal Licensing and Standards or report a property standards issue.

Violence Against Women (VAW) Shelters
Contact the Ministry of Community and Social Services at 416 325-0689 or 416 325-9658.

Federal Co-operative Housing
Contact the Agency for Cooperative Housing. If you are unsure if your building is a federal co-op, ask your property manager.